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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems or Middleware products.
B) additional and specialized support on Middleware products.
C) specialized support on Operating Systems or Middleware products
D) additional and specialized support on Operating Systems.

2. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) format only.
B) and numbered items.
C) and screen prints.
D) numbered items, and screen prints.

3. Which one of the following is not a service of the IBM Passport Advantage offering?

A) 24x7 support on all Problem Management Records (PMRs)
B) product updates
C) software maintenance and support
D) software download and licensing

4. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to contact their Account Representative, and then close the PMR.
B) close the PMR.
C) ask the customer to engage their development team, and then close the PMR.
D) ask the customer to engage IBM Services, and then close the PMR.

5. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
B) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
C) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
D) Advise the customer that IBM is doing everything possible to resolve their PMRs.

Solutions: